Manager, Contact Centre Operations
2 weeks ago
All referred applicants must first be submitted through Workday by a current Loblaw Colleague.
**Location**:
500 Lakeshore Blvd. West, Toronto, Ontario, M5V 2V9
When you hire great people, great things can happen.
PC Financial offers unprecedented value to Canadians through payment products. We're a different kind of bank with a different type of team—we’re collaborative and supportive and have the freedom and responsibility to thrive. Our purpose is to make the everyday simple and better for our customers, and we strive to make every dollar worth more.
Proudly serving over 3 million customers, PC Financial continues to grow by offering payment solutions and services that reward our customers every day. As a subsidiary of Loblaws Company Inc., we share the CORE values of Care, Ownership, Respect and Excellence. We are dedicated to helping Canadians Live Life Well. Join us on our journey.
Why This Role is Important:
What You'll Do:
- Leading sophisticated internal/vendor/partner changes with an emphasis on minimizing production, financial and reputational impact for the organization.
- Providing direction and expertise for planning critical changes across multiple environments and platforms
- Handling the overall timeline of the change management components, identifying cross-functional dependencies, key milestones, and critical paths, and ensuring that the overall schedule remains aligned with business objectives
- Ensure stakeholders are aware of up-coming campaigns and initiatives that are relevant to them
- Conducting comprehensive risk assessments and ensuring the change management process mitigates risk, fulfills business objectives, and aligns with business strategies.
- Design processes that deliver high quality customer service
- Assist in the delivery of reporting and line of business results analysis for Senior Management
- Ensure business& customer related issues are resolved in a timely manner
What You Bring:
- Minimum 5-7 years related experience
- Experience with contact centre operations is preferred
- Experience dealing with external customers, managing communications and facilitating meetings/conference calls
- Ability to identify, diagnose and quickly mediate problems and issues that arise in projects, teams and activities
- Strong organizational skills with the ability to prioritize, balance conflicting tasks and manage internal and external stakeholders
- Strong communications skills and ability to influence and engage cross-functional teams
- Problem solving, initiative and Attention to detail are key skills in this role
- An excellent focus and understanding of key business results, their impact and ensuring the delivery of those results.
- Ability to work on multiple projects concurrently within a rapidly changing environment
- Strong computer proficiency with Microsoft Office tools (Word, Excel & PowerPoint)
- Familiar with Salesforce (Service/Financial Service Cloud) and banking platforms
Number of Openings:
0
- PC Financial recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our _
- organization. Accommodation_
- is available upon request for applicants and colleagues with disabilities._
In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct - it reinforces what our customers and stakeholders expect of us.
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